ALP GROUP

IT SERVICES

FOR INTERNATIONAL COMPANIES

alp-itsm.ru

OUR FOCUS

IT Outsourcing

for International Companies,

operating in Russia and CIS

COVERAGE

• Russia and CIS

• 600+ cities

IT SERVICES

• User support by ServiceDesk

• Local IT Infrastructure support

• Business application and IT services support

• Fieldforce and branch offices support

• Cooperation with Global IT

IT PROJECTS

• Project management with coordination

from Global IT

• Upgrading to a new version of software

(Windows, Office…)

• Upgrade \ re-image of IT-equipment

(PC, laptops, printers, servers, network

equipment)

• «IT moving» to new offices

«CT-ALP» -

IT Service

company

Part of

ALP GROUP

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ALP GROUP

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ALP employees:

140

Partners:

550

Cities:

600+

Offices

and branches:

3 260

Workplaces:

12 700

Servers:

1 100

All regions of Russia and CIS

600+ cities

Unified SLA

OBJECTS

OF SUPPORT:

Partners

IT specialists:

2 1503

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COVERAGE AND METRICS

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SOME OF THE WELL-KNOWN ALP CLIENTS

LOCAL COMPANIES

requiring a high level of service

INTERNATIONAL COMPANIES

operating in Russia and CIS

- Offices (from 15 to 100 employees)

- Fieldforce (from 20 to 500 employees)40%

60%

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CLIENTS

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60%

40%

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IT SERVICES FOR INTERNATIONAL COMPANIES

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IT SUPPORT FOR OFFICES

• ServiceDesk – IT support as a «single point»

• Workstations and office equipment support

• Business application support (incl. CRM, CLM)

• Local IT infrastructure and network support

REMOTE EMPLOYEES SUPPORT

• Fieldforce support

• Branch offices support (600+ cities)

• Mobile device management (MDM)

SPECIAL SERVICES

• IT support for cycle meetings

• Local IT Project Management

• IT audit and Inventory

• Asset Management

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ALP SERVICEDESK

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• «Single Point Support» for all IT requests

• Russian- and English-speaking Helpdesk

• Support hours 8*5, 24*7

• Work in accordance with Global IT requirements and regulations

1st and 2nd lines of IT support

2 Receive, registration, and escalation of

requests

3 Resolving quick and «expert» requests

4 For office employees and Fieldforce

5 Cooperation with Global IT

6 ITIL / ITSM compliance

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DESKTOP AND OFFICE EQUIPMENT SUPPORT

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• Full scope of IT services for office equipment

• Planning equipment replacement in accordance with Global IT requirements

• Software updating (Windows, Office)

• Compliance with client requirements and regulations

Software and Hardware administering

2 IMAC for office and salesforce

3 Using a corporate OS image

4 Office and media equipment support

5 Cable network maintenance

6 Access control system administering and

support

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APPLICATION SUPPORT

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• Experienced corporate Application support team

• Cooperation with Global IT and Developers

• Support the migration to new versions of Applications

Request management, user consulting

2 CRM, CLM, EDMS, BI, ERP, intranet portals

support

3 Administration, regular maintenance

4 Guidelines development and trainings for

users and Helpdesk

5 Access management

6 Knowledge base maintenance

(guidelines, regulations)

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FIELDFORCE AND BRANCH OFFICES SUPPORT

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• Effective IT processes to support Fieldforce and Branch offices

• Remote support and visits in 600+ cities in Russia and CIS

• Dedicated support team

Request management, user consulting

2 Mobile Device Management (MDM)

3 Laptops, tablets, smartphones

administering

4 CRM, CLM, local application support

5 Communication with ISP and telecom

operators

6 Training during meetings. Reference

material.

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CYCLE MEETINGS AND CONFERENCES SUPPORT

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IT support for events in Russia

and abroad

Helpdesk corner to quickly resolve

employees' issues

Centralized equipment replacement or

upgrade

Presentation of new IT services and user

training

Cooperation with software developers

iPhone / iPad setup

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• Experience in IT support of 100+ cycle meetings and events

• Updating and replacing equipment without employee's participation

• Individual approach to each meeting

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PRINT OUTSOURCING

• Print Service Management

• Office equipment support and delivery of supplies "just in time" in 600+ cities

• Working with original and high-quality compatible spare parts

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Identifying system problems and

"bottlenecks" of the print

infrastructure

Fast remote and onsite support.

Incidents and routine maintenance

Supply of original and high-quality

compatible consumables and spare

parts

Unified SLA for all branches

Buffer stock providing Recycling

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IT AUDIT AND INVENTORY

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• Obtaining reliable information about the availability and condition of IT assets

• Assistance in passing internal audits (including SOX) in terms of IT

• Experienced team of IT auditors

Detailed description of existing IT

infrastructure

2 Inventory of IT audit objects

(Software and Equipment)

3 Identifying system problems and

«bottlenecks» of the IT infrastructure

4 Identify and analyze business risks related

to IT

5 Writing an Effective Corrective Action Plan (CAP)

6 Recommendations based on IT audit

results and best practice

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ASSET MANAGEMENT

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• For medium and large companies

• Hardware and Software motion and Lifecycle management

• Work in accordance with client regulations

Local asset management

2 Lifecycle management

3 IT store management

4 Assets inventory

5 Repairs and service management

6 Track and categorize assets in ITAM

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IT INFRASTRUCTURE SUPPORT AND IMPROVEMENT

COMPONENTS PROPRIETARY SOLUTIONS OPEN SOURCE

Network

Servers, Storage System

Virtualization

Operation systems

System-wide services

DMBS (database-management system)

Teamwork tools

Infrastructure management

Backup systems

Cisco, Mikrotik, Checkpoint, HP

HP, IBM, Dell, Huawei

Microsoft Windows, Windows Server

Microsoft AD и сетевые службы

Microsoft SQL, IBM DB2, Oracle DB

Microsoft: Exchange, Skype for Business,

SharePoint, Office 365

Microsoft System Center

BackupExec, Microsoft DPM,

Veeam Backup

VMware vSphere, Microsoft HyperV

VyOS (Vyatta), pfSense, Quagga, Squid

Kraftway, Depo, iRU, Эльбрус

KVM, Docker, OpenVZ, Proxmox, OpenStack

CentOS, Debian, RHEL, ОС АЛЬТ

OpenLDAP, Samba DC, FreeIPA

PostgreSQL, MySQL, MongoDB

CommuniGate, Postfix, Exim, Cyrus, Courier,

Ejabberd, «Мой офис»

Zabbix, Graylog, Puppet, Ansible

Bacula, Duplicity

• Experienced IT team of Infrastructure support and improvement

• Typical and complex configurations that require expert competence

• ALP Center of competence for Infrastructure solutions and Open Source

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ALP CASES: MEDIUM-SIZED OFFICES

DIOR

• Comprehensive IT audit in office and boutiques

• Support for users and services

• Opening of new boutiques

• Modernization of IT infrastructure

FISCHER

• 1st and 2nd lines of IT-support

• Modernization of IT infrastructure in the office and stores

• Continuous monitoring of IT infrastructure by Argus™

• Stringent SLA: 15 min

NOSTRUM

• Opening of a representative office in Russia

• Windows and Linux servers support

• IT infrastructure migration to data center

• Solution of 80% of IT issues before impact on business

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ALP CASES: LARGE COMPANIES

KFC

• IT infrastructure and services support

• Office equipment maintenance

• Development and support of Self-service kiosk infrastructure

• Number of users: 1 000

ABBOTT

• Support of corporate services users

• Administration of corporate information systems

• System software support

• Number of users: 1 700

ADIDAS

• Inventory of IT equipment in the stores

• Installation of Wi-Fi access points

• Storage and logistics of IT equipment

• Number of serviced points: 600

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Ben

efi

ts BENEFITS FOR INTERNATIONAL COMPANIES

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22 YEARS OF

ALP EXPERIENCE

Deep expertise in providing IT

services for international

companies

Excellent knowledge

of business-processes and

specifics

Great experience

of support of business apps.

ALP MANAGED SERVICE

Unified SLA for 600+ cities

of Russia and the CIS

Full scope of IT services

Real processes

of service level management

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IT SERVICE MANAGEMENT:

PRACTICES AND TOOLS18

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Incident Management

(Just-in-Time resolving)

Problem Management –

incident causes

Change Management Operation Management

Capacity Management Availability management Access Management Service Level Management

Based on ITIL v3 — Library of best IT practices

Process approach to service management

ALP ITSM - a system of related IT processes.

Provides a complex IT service:

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ALP IT PRACTICES

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SLA AND SERVICE METRICS

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1 SLA on Reaction and Resolution Time

2 Proportion of requests

resolved within the SLA

3 Complaints & Escalation Rate

4 First Call Resolution Rate (FCR)

5 Lost call Rate (LCR)

6 IT Infrastructure availability rate

7 Customer Satisfaction Index (CSI)

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QUALITY MANAGEMENT ALP

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1 Quality Management System certified on

ISO 9001:2015

2 Quality service Q@alp.ru

3 Regular service review with clients

4 Internal Quality audits

5 Clients satisfaction surveys

2 times a year

6 Trusted SLA

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Central monitoring and control system (CMCS)

«Argus»™ —ALP product for IT infrastructure

support

Service composition: advanced monitoring system

+ ALP expert team

Focus: proactively identifying IT infrastructure

problems (detecting up to 80% of potential

failures)

3-5 times less time to solve complex incidents

due to diagnostics

Identifies problems «at the joints»

(platform-DBMS-OS-system

virtualization-hardware)

Maintained and modified by ALP using open

source components (Zabbix, Graylog, Grafana,

Elasticsearch, Influxdb)

Integrated with с ALP ServiceDesk

(automatic incident creation).

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IT SUPPORT

Health monitoring of

infrastructure and services

Hardware resource assessment

Proactive problem identification

Reducing the time required to

resolve complex incidents

IT PROJECTS

Automated IT audits (including

express audit, "one-day")

Resource sizing, capacity needs

assessment

Change management - objective

assessment of infrastructure and

services "before" and "after"

change

Optimization of Information

System performance (can be

integrated with APDEX tests)

ARGUS - perfect service

for increasing the reliability

and performance of IT

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ols ARGUS USE CASES

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CONTACTSRoman Bezruchenok

Deputy Head of Division

Roman.Bezruchenok@alp.ru

+7 (495) 785 51 51 (4164)

+7 (964) 768 86 81

Dmitry Bessoltsev

IT Outsourcing Director

Dmitriy.Bessoltsev@alp.ru

+7 (495) 785 51 51 (4001)

+7 (926) 120 06 10